SurveySensum

JANUARY 27, 2025

Multilingual surveys are no longer just an option for businesses with international reachtheyre essential for capturing accurate, actionable insights from a diverse customer base. Why You Should Run Multilingual Surveys? Here are the key benefits youll gain from running multilingual surveys: 1.

Insights 52

Insights Customer Insights Download Customers 52

eglobalis

MARCH 30, 2025

This article examines in detail how businesses in both B2B and B2C contexts are leveraging AI, sentiment analysis, voice-of-customer (VoC) platforms, predictive analytics, and streaming data to capture customer insights in the moment. This can misrepresent the broader customer base. Leading telcos across the U.S.,

Banking 326

Banking NPS B2B Social Media 326

eglobalis

JULY 2, 2024

The Rise of Data Analytics and , AI and Real-Time Feedback Advancements in data analytics and real-time feedback mechanisms are revolutionizing how companies collect and utilize customer insights globally. Cultural and Regional Sensitivity : Ensure feedback methods and interpretations are relevant across diverse customer bases.

NPS 461

NPS Feedback Net Promoter Score B2C 461

InMoment XI

JANUARY 12, 2023

Cross-selling and upselling have formed the bedrock of brand aspirations for their existing customer base for a long time now. Many of the brands I’ve worked with for a long time are slowly coming to the realization that they cannot stick solely to surveys or another singular data source to get customer insights and input.

Social Media 397

Social Media Customers Connections Customer Retention 397

InMoment XI

NOVEMBER 26, 2024

Creating a customer journey map is a detailed process that often involves collaboration from multiple departments, so outlining what you hope to learn as a result of the customer journey map will make sure the efforts are well spent. You might have already created these as part of your customer experience strategy.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

InMoment XI

NOVEMBER 13, 2024

It provides rich insight into specific pain points. This will help you better understand and serve customers. Lowering the churn rate contributes to a stronger, more loyal customer base. With insights into customer behavior, you can act faster and smarter than competitors. It supports long-term growth.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

eglobalis

SEPTEMBER 16, 2024

Additionally, creating feedback loops where customers can voice concerns and suggestions allows companies to continuously improve their CX offerings. Systems like VOC and companies such as Sandsiv help provide real-time customer insights.

B2B 382

B2B Customer Experience Customer Centricity Omnichannel 382

Eptica

NOVEMBER 7, 2018

Date: Wednesday, November 7, 2018 Author: Olivier Njamfa - CEO & Co-Founder 3 ways to deliver real value from Voice of the Customer insight. This echoes the findings of the Temkin Group – it discovered that only 24% of companies felt they were making changes to their operations based on VoC results.

Customer Insights 66

Customer Insights Insights E Commerce Social Media 66

SurveySensum

SEPTEMBER 20, 2024

Enhanced Customer Segmentation With HubSpot NPS, you can segment your customers based on their NPS scores. This allows you to create targeted lists and tailor your marketing strategies to different customer groups. Boost your business by gathering and analyzing customer insights more effectively.

NPS 52

NPS Net Promoter Score Customer Insights Insights 52

Retently

MARCH 11, 2025

They act as a bridge between the customer and teams working with product, marketing, logistics, and support to ensure customer insights lead to tangible fixes. Customer Support Teams Ensuring issues are resolved quickly and with a personal touch. CX Managers dont just react to problems, they anticipate them.

Management 115

Management Customer Experience Roadmap NPS 115

Optimove

DECEMBER 19, 2024

By leveraging advanced segmentation, predictive analytics, and real-time targeting, retailers were able to deliver hyper-relevant messages that resonated with both existing and new customers. Targeted Offers : Promotions were customized based on individual preferences and past behavior, driving conversions.

Retail 59

Retail 2024 Download Lifetime Customer 59

Forrester's Customer Insights

MARCH 10, 2021

Our data shows that new logos account for close to 23% of total revenue, while retained business plus growth via upsell and cross-sell account for the rest. How are you protecting that 77%?

Customer Base 62

Customer Base Customers B2B Customer Engagement 62

Retently

JANUARY 13, 2025

Moreover, Retentlys survey editor makes it simple to create custom translations, ensuring you can connect with customers in their preferred language without restrictions. This targeted approach helps craft personalized feedback campaigns and ensures insights are aligned with specific customer experiences.

Measurement 117

Measurement Effort Score Multi-Channel Net Promoter Score 117

Experience Investigators by 360Connext

FEBRUARY 20, 2024

By analyzing pitch and tone, AI also aids in understanding customer disposition, making our content management systems more intuitive and responsive to customer feedback. Generative AI can also deliver recommended messaging based on these predictive customer insights.

Customer Relationship Management 270

Customer Relationship Management Feedback Customer Journey Connections 270

Alida

DECEMBER 7, 2018

QVC identified the need to get closer to their customers to understand what they want and expect from a multi-channel retailer. This insight empowers QVC to be more reactive and agile in their roadmap and attract new, younger audiences whilst still catering to their traditional customer base.

Customer Centricity 201

Customer Centricity Retail 2019 E Commerce 201

Happy or Not

NOVEMBER 20, 2024

By diversifying feedback collection methods, companies can obtain a well-rounded view of customer sentiment and make data-driven decisions that meet the needs of their entire customer base. By tailoring customer surveys to address specific issues, companies can gain actionable feedback directly from their customer base.

User Experience 36

User Experience Customer Satisfaction Feedback Social Media 36

InMoment XI

JULY 16, 2024

This immediate engagement not only resolves the issue but also showcases the brand’s commitment to customer service. Companies like Zappos are well-known for their rapid and effective customer service responses on social media, which have helped build a loyal customer base.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

This immediate engagement not only resolves the issue but also showcases the brand’s commitment to customer service. Companies like Zappos are well-known for their rapid and effective customer service responses on social media, which have helped build a loyal customer base.

Management 195

Management Social Media Hotels Airlines 195

GetFeedback

MAY 24, 2019

When done right, it’s an extremely valuable source of customer insight. Reviewing NPS responses also reveals opportunities to follow up with customers based on their status as detractors, passives, or advocates. Following up with detractors can mean righting a wrong and changing a customer’s opinion on the company.

Net Promoter Score 236

Net Promoter Score NPS Effort Score Metrics 236

Interactions

APRIL 2, 2025

This support gives you one less concern when expanding into new areas or when demographics shift in your customer base. Interactions offers support in all major languages, and can work with your team to meet regional data residency and other regulatory requirements. million agent minutes in one year.

Retail 62

Retail Average Handle Time Contact Center Innovation 62

SurveySensum

APRIL 16, 2025

Why CRM Surveys Are a Must-Have (Not Just a Nice-to-Have) 74% of CRM users say they unlock better access to customer data, while 64% swear by their power to level up relationship management. Identify key customer segments for more personalized outreach. The Key to Reaching Right People Customer Segmentation What is it?

Feedback 52

Feedback Demo Touchpoint NPS 52

Customer Bliss

AUGUST 1, 2019

Develop a customer-based strategy. Jon wanted to figure out how to bring the perspective of customers back into the business to influence the way they build products, deliver services, and develop company strategies. It was important that he used customer insights to create meaningful work. .

Customer Centricity 165

Customer Centricity Social Media Leadership Customer Relationships 165

CloudCherry

DECEMBER 1, 2018

Delivering the best customer experience means businesses need to be interacting customers based on their behavior – not just their persona. Actionable customer insights. If you improved the speed of service by 50% – what would that mean to your revenue forecasts?

CEM 186

CEM ROI 2018 Metrics 186

InMoment XI

NOVEMBER 20, 2023

The Benefits of AI Customer Experience The integration of Artificial Intelligence (AI) in Customer Experience (CX) strategies brings forth a multitude of advantages for businesses and their customers. Enhanced Customer Insights AI-driven CX analysis enables businesses to gain a profound understanding of their customers.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

InMoment XI

MARCH 24, 2025

This level of analysis gives businesses deeper insight and greater flexibility, enabling them to compare customer satisfaction (CSAT) levels across different regions and customer base segments and identify areas for improvement.

Demo 195

Demo Culture Feedback Customer Satisfaction 195

SurveySensum

NOVEMBER 22, 2023

Here’s how you can personalize your feedback requests based on customer behavior and preferences. Segment Your Audience: Divide your customer base into segments based on behavior, preferences, or purchase history. You keep refining your website based on those invaluable customer insights.

Feedback 52

Feedback Customer Insights Insights E Commerce 52

Retently

AUGUST 18, 2024

As a matter of fact, research shows that surveys with response rates below 20% often miss a true representation of the customer base. Imagine you send out your NPS survey to 1,000 customers, but only 50 people respond. This way, you’re more likely to get a balanced view of how your customers feel. So why does this matter?

NPS 147

NPS Net Promoter Score Customer Satisfaction Feedback 147

Thematic

FEBRUARY 12, 2025

With text analytics marketing, you can analyze feedback from sources such as social media and surveys to uncover valuable customer insights—helping you create campaigns that truly resonate. They found out key themes and segmented customers based on specific concerns. Want to know how it works?

Marketing 62

Marketing Social Media Net Promoter Score Feedback 62

Alida

JUNE 27, 2016

Traditionally, market researchers have been the people who collected, analyzed and distributed customer feedback and insight. The speakers said many departments now recognize the need for real-time customer insight, making it critical to involve them early in the software buying process. That’s quickly changing.

Insights 145

Insights Consumers Feedback Advertising 145

InMoment XI

JANUARY 4, 2024

Recommendations from friends, family, or online reviews play a significant role in attracting new customers. A brand that consistently delivers excellent retail customer experiences is more likely to benefit from positive word-of-mouth marketing, expanding its customer base organically.

Retail 195

Retail Customer Experience Social Media NPS 195

CloudCherry

NOVEMBER 13, 2018

Delivering the best customer experience means businesses need to be interacting customers based on their behavior – not just their persona. Actionable customer insights. If you improved the speed of service by 50% – what would that mean to your revenue forecasts?

CEM 170

CEM ROI 2018 Metrics 170

Bob Hayes

NOVEMBER 5, 2017

Analytical Leaders Focus on Generating Customer Insights. Analytical Leaders focus analytics efforts on understanding customers. Generally speaking, the top use of analytics for Analytical Leaders was to generate customer insights while the top use of analytics for Analytical Laggards focused on internal matters (see Figure 1).

Competitive Advantage 101

Competitive Advantage Customer Experience White Paper Download 101

Customer Bliss

SEPTEMBER 12, 2017

Rachael walks us through her path to provide Cisco with crucial information that created insights around Cisco’s customer base — and how she is building capabilities inside the organization to value customers, show impact, and focus on their priorities. . About Rachael.

2007 0

2007 B2B Leadership Events 0

InMoment XI

SEPTEMBER 5, 2024

When companies do offer personalized experiences, 78% of those customers who receive that level of personalization are likely to make repeat purchases. With these statistics in mind, it is clear that delivering consistent, memorable experiences is a must for any organization looking to build and sustain a loyal customer base.

Net Promoter Score 195

Net Promoter Score Metrics Voice of Customer Touchpoint 195

Happy or Not

JANUARY 8, 2025

The role of feedback in developing business growth strategies Customer feedback plays a major role in businesses developing and improving their growth strategies. A well-crafted marketing strategy incorporating customer insights is essential for long-term growth.

Feedback 36

Feedback Customer Satisfaction Innovation Customers 36

Bob Hayes

NOVEMBER 5, 2017

Analytical Leaders Focus on Generating Customer Insights. Analytical Leaders focus analytics efforts on understanding customers. Generally speaking, the top use of analytics for Analytical Leaders was to generate customer insights while the top use of analytics for Analytical Laggards focused on internal matters (see Figure 1).

Competitive Advantage 94

Competitive Advantage Customer Experience White Paper Download 94

Thematic

MARCH 26, 2025

In particular, customer review analysis helps surface recurring themes and pain points shared in public feedback, giving teams a clearer picture of user sentiment. Without a structured feedback loop, businesses operate in the dark, relying on assumptions rather than real customer insights. Where Should You Collect Feedback From?

Feedback 62

Feedback Social Media Customers E-support 62